Partner – Client Success LE and Public East, Enterprise Business at MTN Nigeria Full Time

Job Title: Partner – Client Success LE and Public East, Enterprise Business

Job Identification: 4142
Location: Port Harcourt, Rivers
Job type: Full-time
Job Category: MTN Level 2
Division: Enterprise Business
Reports to: Manager – Client Success LE and Public Sector

Mission

• Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.

Description

• Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
• Constant analysis of the managed customer database for revenue and debt management.
• Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
• Generate relevant reports as required by the business.
• Analysis of customer requests for prompt resolution
• Ensure end-to-end internal customer experience management.
• Adequate feedback on requests is provided to requesters.
• Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customer pain points and taking proactive steps to resolve the identified issues.
• Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
• Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
• Achieve at least an 80% score in ES Customer Satisfaction internal surveys.
• Provide technical, procedural, and policy guidance as well as support to Account Partners, Customer Support Partners and other operational staff.

Educational Qualification

• First Degree or equivalent in Social or Management Science discipline
• Fluent in English

Experience:

• 3 – 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization
• Experience in a customer service environment in the telecommunications industry.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Membership of Professional Customer Service/Relations associations will be an added advantage

Application Closing Date
19th March, 2024; 22:59

Note

• Eligible Females and People with Disabilities are encouraged to apply.
• MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications.
• MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever.